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Is  Your  Workforce Management “Not” working for  You ? By Jeroen Zijlema  © 2009
Your Goal. . . . . ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],By Jeroen Zijlema  © 2009
Your Process . . . . ,[object Object],[object Object],[object Object],[object Object],[object Object],Use a four step approach  By Jeroen Zijlema  © 2009
Your Center Can . . .  ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],By Jeroen Zijlema  © 2009
Forecast Basics Always . . . ,[object Object],[object Object],[object Object],[object Object],By Jeroen Zijlema  © 2009
Schedule in Excel or Software ? ,[object Object],[object Object],[object Object],[object Object],[object Object],By Jeroen Zijlema  © 2009
RTM (Real Time Management) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],By Jeroen Zijlema  © 2009
Reporting What ? . . . . ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],By Jeroen Zijlema  © 2009
Remember . . . .  “ Is your data integer, relevant, accurate before measuring it?” “ Unnecessary high service levels mean higher cost, continuous low service levels mean poor performance” “ Is your AHT duration corresponding with CSAT ?”  “ Your WFM process should be proactive not responsive” . . . .It's a Marriage for Success !  By Jeroen Zijlema  © 2009

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Is your WFM Working for you?

  • 1. Is Your Workforce Management “Not” working for You ? By Jeroen Zijlema © 2009
  • 2.
  • 3.
  • 4.
  • 5.
  • 6.
  • 7.
  • 8.
  • 9. Remember . . . . “ Is your data integer, relevant, accurate before measuring it?” “ Unnecessary high service levels mean higher cost, continuous low service levels mean poor performance” “ Is your AHT duration corresponding with CSAT ?” “ Your WFM process should be proactive not responsive” . . . .It's a Marriage for Success ! By Jeroen Zijlema © 2009